Dial-Up Service Level Agreement (SLA)
Dial-Up SLA Goals
We do not believe in any downtime, but in the event that we can not maintain your uptime on any Dial-Up account and your account is current (not past due for over 20 days), we will remedy your account.
Credit Percentages
| Dial-Up Availability* | Credit Percentage** |
| 99 to 100% | 0% |
| Below 99% | 10% |
| Below 95% | 25% |
| Below 90% | 50% |
| Below 85% | 100% |
*"Dial-Up Availability" is based on the percent of full hours in any single calendar month.
**Credit Percentage is based on the affected Dial-Up fee only in any single calendar month.
SLA Exceptions
Credits shall not be issued under this SLA (Service Level Agreement) in connection with any failure or deficiency in "Dial-Up Availability" caused by or associated with:
| 1 | Failure of access circuits outside of American Internet Service's (AIS) network. |
| 2 | Scheduled maintenance, emergency maintenance and upgrades. |
| 3 | DNS (Domain Name Server) issues outside of American Internet Service's (AIS) direct control. |
| 4 | DNS (Domain Name Server) Propagation. |
| 5 | Failure in reporting, in American Internet Service's (AIS) SLA monitoring and measurement systems. |
| 6 | Changes in American Internet Service's (AIS) access numbers. |
| 7 | Failure of customers machine to connect to the internet and/or American Internet Service's (AIS) access numbers and/or network that is caused by the customers machine. |
| 8 | Unavailability of customers free web space and/or the ability of upload and/or download to and/or from free web space. |
| 9 | Unavailability for customers to use and/or access and web tool(s). |
| 10 | E-mail or web mail delivery and transmission. |
| 11 | Any negligence, willful misconduct, or use of the Services in breach of American Internet Service's (AIS) Terms and Conditions and Acceptable Use Policy. |
| 12 | Outages elsewhere on the Internet outside American Internet Service's (AIS) direct control that hinder access to your web site or access to your account. |
| 13 | Browser, content and/or DNS caching that may make your site appear inaccessible when others can still access it. |
| 14 | Omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc). |
| 15 | Circumstances beyond American Internet Service's (AIS) reasonable control including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA. |
Credit Request and Payment Procedures
To receive a credit, customer must send an email to creditrequest@americaninternetservice.com. The request must include the access number(s) that customers is using, contact information, and dates and times of the unavailability of the customers dial-up. If approved credits will be applied within 60 days. Credits are not refundable and can only be used towards future billing charges.
The total amount credited to customer in a particular calendar month shall not exceed the total dial-up fee of unavailable service.
